Resident Maintenance

EMERGENCY PROCEDURES

• What is an emergency?

  An emergency is any situation that poses an immediate and serious threat to the structure of the home or the health and safety of its occupants. Emergencies may include but are not limited to: (1) smoke or fire; (2) gas odors and leaks; (3) flooding (including sewage back flow); and (4) severe damage to home. Serious electrical failures (e.g. damaged live wiring), loss of use of only toilet, and burglaries are also considered emergencies that should immediately be reported.

  The following issues are NOT emergencies, though they may be URGENT: (1) minor leaks; (2) no hot water; (3) no running water; (4) appliance issues; (5) HVAC issues; (6) no lighting; (7) no electricity; (8) minor plumbing problems (e.g., slow drain, leaking faucet, clogged toilet); and (9) pest problems. Do not call for urgent issues; report them first be reported via the resident portal. If you do not receive a response (acknowledgment, not necessarily a resolution) within three business hours, you may call for further assistance. Be prepared to explain what basic troubleshooting tasks you performed.

• I see smoke/flames! What do I do?

  Seeing smoke or flames can be very stressful. Here is what you should do:

  1. Do Not Use Elevators: Always opt for stairs.
  2. Evacuate Immediately: Close doors behind you as you leave.
  3. Call 911: Do so from a safe location.
  4. Turn Off Utilities: Shut off power if it’s safe.
  5. If Trapped: Stay near a window and signal for help.
  6. Electrical Fires: Never use water; use a Class ABC fire extinguisher instead.
  7. Report to PMI James River: When everyone is safe.

• What is the emergency after-hours call protocol?

  Call our office and select the after-hours emergency option. If the issue poses an imminent threat to life or health, call 911.

• I Smell Gas — What Do I Do?

  If you detect a gas smell (reminiscent of rotten eggs), you should leave the home immediately and call 911 or your local gas provider. Here are some more details:

  1. Avoid Sparks: Avoid switching on or off any electrical devices, and do not ignite any flames. If a gas appliance is on, extinguish any open flames immediately.
  2. Evacuate: Leave immediately, opening doors and windows if possible.
  3. Contact the Gas Company: Call their emergency line from a safe distance.
  4. Call 911: Do so if you suspect a major leak, explosion, or fire.
  5. Turn Off Utilities: Shut off power only if it’s safe.
  6. Do not Re-Enter: Until given the all-clear from emergency personnel.
  7. Report to PMI James River: When everyone is safe.

• What If There's a Major Water Leak?

  Shut off water at the emergency shutoff valve and call our office. Common locations for the emergency shutoff valve include: garage, basement, crawl space, utility room. Stay away from standing water near electrical equipment. You can also watch a video of the steps here.

• How to Stop an Overflowing Toilet?

  • Remove tank lid. • Lift the float to stop the water. • Pull out the water tube. • Reach down and turn OFF the water valve behind the toilet (turn valve CLOCKWISE). • You can also watch a video of the steps here.

• How Do I Shut Off the Toilet Water Supply?

  • Reach down and turn OFF the water valve behind the toilet (turn valve CLOCKWISE). • You can also watch a video of the steps here.

Maintenance FAQs

⚡ No Power or Electrical Issues

• I Lost Power; What Do I Do?

  PMI James River understands that power outages can be frustrating and disruptive. However, most outages originate with the utility provider and are beyond our control. If you experience a power outage, please follow these steps:

  1. Prioritize Safety: Use flashlights instead of candles to reduce fire risk. Unplug sensitive electronics to protect them when power is restored.
  2. Check the Neighborhood: If nearby homes are also without power, contact the utility provider directly to report the outage.
  3. Inspect Your Breakers: If the outage is limited to your unit, check your circuit breakers or fuses and reset/replace them if necessary.
  4. Reset GFCI Outlets: These are usually found in bathrooms, kitchens, garages, and exterior areas. Press the "reset" button on each one.
  5. Check the Meter and Account: Ensure the utility meter is functioning and your electric service account is current.
  6. Still No Power?: If the issue persists and appears to be specific to your unit, please submit a maintenance request through the portal.

• There is No Power to Plugs or Switches!

  Check and reset breaker panel. Reset any GFI outlets (usually located near water in the kitchen, bathrooms, utility rooms and garages). Check if outlet works by turning on a wall switch in the room. Also, please test the item that you are trying to use in several outlets to see if it’s the outlet or the electronic that is faulty.

• How do I reset a tripped circuit breaker?

  A circuit breaker provides protection by stopping the flow of electricity if an overload or fault occurs. When an electrical fault occurs or the load on your circuit becomes too great, the breaker on that circuit trips and interrupts the flow of current to that circuit. Before electricity can be restored, the circuit breaker must be reset. However, even before you do that, you must take steps to ensure that it is safe to do so.

  • Unplug or turn off or unplug all the devices that are plugged into the circuit. Make certain no dangerous condition exists before restoring power.
  • Locate the breaker panel.
  • A circuit breaker which has been tripped will either be in the middle or "OFF" position. Locate the tripped circuit breaker and reset it by pushing it all the way to the "OFF" position and then back to the "ON" position. Often when you can’t reset the circuit breaker, it is because it must be turned all the way to the "Off" position first.
  • If no circuit breakers were tripped and you still do not have power at an outlet, check if the circuit is on a GFCI and follow the directions below.

  If the circuit breaker trips again before you have turned anything on or plugged anything in, please submit a maintenance request immediately.

• How do I reset a GFCI outlet?

  A GFCI (Ground Fault Circuit Interrupter) outlet is a device that adds a greater level of safety by reducing the risk of electric shock in locations such as bathrooms, kitchens, laundry rooms and outdoors. A GFCI outlet may be wired in a branch circuit, which means other outlets and electrical devices may share the same circuit and breaker. When a properly wired GFCI trips, the other devices down the line from it will also lose power.

  If you have an outlet that doesn't work, and the breaker is not tripped, look for a GFCI outlet which may have tripped. Note that the affected outlets may not be located near the GFCI outlet, they may be several rooms away or even on a different floor. Pressing the "Reset" will restore the circuit. If the outlet doesn't reset, then whichever device that is causing it to trip may still be plugged in. If after unplugging everything, checking the circuit breaker, and resetting the GFCI does not work, please submit a maintenance request.

• I Need to Look for a Blown Fuse.

  If you have an older home, you may have fuses as opposed to circuit breakers. Located inside or outside of your home is a fuse box that contains a fuse for each of your home's circuits. A fuse provides protection for each of your circuits. When an electrical short occurs or the load on your circuit becomes too great, the fuse on that circuit burns out and breaks the circuit; this is what is referred to as a "blown fuse".

  Before electricity can be restored, the fuse must be replaced with a new fuse. However, even before you replace the fuse, you must take steps to ensure that it is safe to do so:

  • Turn off or unplug all the devices that are plugged into the circuit. Make certain that no dangerous condition exists before restoring power.
  • Replace the fuse with a fuse that is of the proper rating for the circuit. For instance, if the circuit is rated for 15 amps, use a 15-amp fuse. Never use anything other than a fuse of proper rating.
  • When removing or inserting a new fuse, NEVER touch the metal parts of the fuse. If your fuse box is equipped with a master switch to cut power to the fuse box, cut the main power prior to replacing the fuse.

  Electricity should now be restored to the circuit. If the fuse blows again before you have turned anything on or plugged anything in, submit a maintenance request right away. If the fuse blows after plugging in or turning on a device, that device may have a short or may be placing too much of a load on the circuit.

• How do I change a light bulb?

  Find the appropriate video here.

🔥 Safety Devices

• Help, my smoke detector is chirping or malfunctions

  Please remember to regularly (once a month) test your smoke detectors. It’s also good practice to vacuum/dust these alarms every six months.

  Beep/chirp approximately 2-3 times every 5 minutes generally means the battery needs changed. If this is the case, do the following:

  1. Disconnect the smoke detector by twisting counterclockwise.
  2. Replace the battery with a new one (this will most likely stop the chirping).
  3. If it is still chirping, remove the battery and hold down the test button for 15 seconds to drain any remaining charge.
  4. Insert the new battery and reattach to the wall/ceiling.
  5. If that doesn't fix it, the unit may have lost power or have a loose connection. If you unplug the detector from the ceiling/wall, it will probably continue making noise because there is a back-up battery in most of them. If you take the battery out it still has enough power stored internally to beep 4–5 more times.

  Beeping/chirping non-stop means there is smoke/fire or it's a false alarm.

  • Most false alarms (chirping non-stop) are caused by dust in the sensor area of the detector. Fixed by blowing out with compressed air or vacuum.
  • Very rarely, false alarms are caused by drastic temperature changes, such as attic being 120°F and house at 75°F. This issue is fixed by pushing the silence button (if it has one) and after a short time it will reset and hopefully not falsely go off again.
  • Very rarely, false alarms are caused by air blowing directly on the detector (open window, ceiling fan blowing upward instead of downward, etc.). This issue is fixed by redirecting air movement away from detector.
  • Very rarely, false alarms are caused by a defective detector. This issue is fixed by replacing the detector.

🌡 Heating and Cooling

• There is No or Low Heat

  If your home feels too cold, follow this checklist before submitting a maintenance request:

  Important Reminder

  Heating systems are considered to be operating properly if they maintain an indoor temperature of at least 65°F. If more warmth is needed, refer to your Resident Handbook for safe, non-electric heating tips. Portable space heaters are not permitted due to fire risk.

  Basic Troubleshooting

  1. Thermostat
     • Is it set to heat and above room temperature?
     • If it has batteries, replace them.
  2. Blower Check
     • Is the furnace blowing warm air or room-temperature air?
  3. Power Supply
     • Check for a nearby switch (often looks like a light switch) that may control the furnace.
     • Confirm the breaker is on. If tripped, reset it.
  4. Gas Heaters Only
     • Is the pilot light on? If not, contact the gas utility provider to relight it.
     • Is your gas account current and service active?
  5. Airflow & Filters
     • Make sure vents are open and unobstructed.
     • Replace filters if dirty — 95% of heat issues stem from clogged filters. If your lease makes you responsible for filter maintenance and they’re dirty, you will be billed for the service.
  6. Furnace Cover/Safety Door
     • Ensure all furnace panels are securely in place — many systems won’t run without the cover closed.
  7. Error Lights
     • Look for a blinking or red indicator light on the furnace. Note the pattern and include it in your request.
  8. Still No Heat?
     • Submit a maintenance request. Include any details you observed during troubleshooting (e.g., blinking lights, airflow, noise).

  Need More Heat?

  If your heating system is operating as designed (maintaining at least 65°F), but your home still feels cold, there are several safe ways to stay more comfortable. Dress in layers, wear socks or slippers, and use extra blankets at night. Keep interior windows and doors closed to retain warmth in key areas. Use thermal curtains or towels to block drafts around windows and doors. Place rugs over hard floors to reduce heat loss. Avoid placing furniture over vents, and ensure all vents are open. REMEMBER: Do not use space heaters, as they are a leading cause of house fires and are prohibited under your lease.

• There is No or Weak Air Conditioning

  In hot weather, air conditioning systems are considered to be working as designed if they cool indoor air to within 20°F of the outside temperature.

  Troubleshooting Before Requesting Maintenance

  Please check the following before submitting a maintenance request:

  1. Thermostat
     • Set the system to Cool and Fan to Auto.
     • Replace batteries if the thermostat isn’t hardwired.
  2. Airflow & Filters
     • Ensure vents are open and unobstructed.
     • Check the air filters. Dirty filters are the most common cause of HVAC issues.
     • If your lease requires filter maintenance and a dirty filter causes the issue, you will be billed for the service.
  3. Breaker & Switches
     • Check the breaker panel and reset any tripped breakers.
     • Some HVAC systems have a nearby furnace switch that looks like a light switch — ensure it’s on.
     • If unsure, flip it off and on again to reset.
  4. Furnace / Air Handler
     • You should hear it running. If not, ensure it’s plugged in and switched on.
     • Make sure the furnace door is securely closed.
  5. Outdoor Unit (Condenser)
     • Check that the fan is spinning and clear of debris (leaves, branches).
     • Ensure refrigerant lines are not iced over.
     • If you see excessive condensation or ice, turn off the system at the breaker and report the issue.
  6. Drain Line
     • A clogged condensate drain can disable the unit. Ensure it’s clear and draining properly.
  7. Error Light
     • Look through any service window for a blinking or steady red light. If visible, note the pattern and include it in your maintenance request.
  8. Still No Cooling?
     • Submit a maintenance request. Include any observations from the steps above.

  Tips to Stay Cool Indoors

  If your A/C is working properly but your home still feels warm, there are several safe ways to stay cooler. Keep blinds or curtains closed during the hottest part of the day to block sunlight. Use ceiling fans or portable fans to circulate air—just make sure they aren’t obstructing vents. Avoid using ovens or dryers during peak heat hours. Wear light, breathable clothing and stay hydrated. At night, open windows if it’s cooler outside (if safe to do so), and keep bedroom doors closed to trap cooler air. Do not use window or portable A/C units unless approved in writing by management—many associations forbid window A/C units.

  Know the Limits: Residential AC systems typically cool a home to only about 15–20°F below the outdoor temperature. For example, if it’s 100°F outside, expect your system to cool your home to only 80–85°F. Pushing the system beyond its design limits may result in frozen coils, for which you would be responsible for service costs.

• I don’t have hot (enough) water?

  If you're experiencing little or no hot water, use this checklist before submitting a maintenance request. Steps vary depending on your water heater type.

  For Gas Water Heaters

  1. Check the Thermostat: Ensure it’s not set to “Vacation” or a low setting.
  2. Pilot Light: If it’s out, contact your gas utility provider to relight it safely.
  3. Breaker: Verify the circuit breaker is on (some models have electric ignition).
  4. Gas Service: Confirm your account is active and not past due.
  5. Multiple Fixtures?: If only one faucet is affected, it may be a localized plumbing issue. Shut off water to that line and report it.

  For Electric Water Heaters

  1. Check the Breaker: Flip it off and back on to reset.
  2. Temperature Setting: Ensure it’s not set too low.
  3. Wait Time: It can take several hours to heat a full tank, especially after high usage.
  4. Account Status: Confirm your electric service is active and current.

  For Tankless (On-Demand) Water Heaters

  1. Power and Gas Supply: Confirm both are on.
  2. Reset: Some models have a reset button—refer to the unit’s front panel.
  3. Demand Overload: Avoid running multiple hot water appliances at once.
  4. Flashing Error Code?: If there’s an error message on the display, note it and include it in your request.

  Still No Hot Water?

  Submit a maintenance request through your portal. Include details like heater type, whether the issue is throughout the home, and if any error codes or pilot light issues are present.

• How to Change the Air Filters?

  Check out the video in this section but in short,

  1. Turn off your furnace before checking or replacing filter.
  2. Locate the air-intake grill that holds the filter. (Often attached to the furnace or centrally located in a vent)
  3. Open grill, remove the old filter.
  4. Replace with new one. IMPORTANT: make sure the air flow arrow on the filter points in the direction air is traveling (being "sucked" to).

  As a reminder, your Resident Benefits Package include air filter delivery. The filter for your unit will be at your doorstep about every 90 days! We ask that tenants change their filter as soon as possible once these are delivered.

🚰 Plumbing and Water

• I Have a Clogged Toilet

  Use a plunger. If unresolved, submit a maintenance request. Tenant may be charged if misuse is found. You can watch a video showing plunger use here.

• I Have a Clogged Sink/Tub/Shower Drain

  Remove visible debris, flush with hot water or vinegar + baking soda. Avoid chemical drain openers. Note: If tenant caused the clog, then the tenant will be accountable for repair costs plus an administrative charge.

• How do I check a toilet for a silent leak?

  1. Check for sounds of running water, trickling or hissing sounds.
  2. Add 25 drops of food coloring to inside of toilet tank, then wait 15 minutes...if no dye shows up in toilet bowl, no leak exists. If dye appears in bowl, toilet needs repair. Please log a maintenance request through your tenant portal.

• How Do I Shut Off the Sink Water Supply?

  1. Turn off water from the faucet if possible.
  2. Locate water lines below sink which lead to water valves.
  3. Turn water valves to the RIGHT (clockwise) to stop the water flow.
  4. You can also watch a video of the steps here.

• How Do I Stop a Minor Leak?

  1. Shut Water Supply IMMEDIATELY: Use the main water shutoff if necessary.
  2. Mitigate Further Damage: Dry up water from floor and other surfaces.
  3. Basic Diagnostics: Consult some of the videos here to see if you can fix the issue.
  4. Report: If you cannot fix the issue, submit a maintenance request.

🛠 Appliances

• How do I shut off the water supply to the water heater/washer/fridge?

  • Locate the water cutoff valve closest to the appliance. Most fixtures will have an individual shut-off located beneath the fixture. It will likely be a chrome valve. Sinks and showers may have two valves, one for hot and one for cold. Turn both these valves clockwise until valve is closed.
  • Some appliances, such as washing machines, dish washers, and refrigerators, may have a water shut off switch on the body of the appliance or on the hose connecting the appliance to the wall.
  • To find the shut off for a water heater, look for a water cutoff valve directly above the heater on a connected pipe.

• The garbage disposal isn’t working right

  1. DO NOT PUT YOUR HAND IN THE DISPOSAL.
  2. When the disposal is on, do you hear a buzz? If you do not hear a buzz, hit the reset button on the bottom of the disposal and test. If you do hear a buzz, turn off disposal and unplug from wall before checking for items stuck in the disposal.
  3. If that doesn’t work, make sure the power is OFF; also turn off the breaker to garbage disposal. Safety First! Then insert an appropriate wrench (if provided) into the bottom of the disposal and start turning it back and forth until the jam frees up. Then press the reset button. Turn power back ON, but only AFTER service work is completed.

  Here are a few more troubleshooting steps for the garbage disposal:

  Disposal not working, no noise:	Use the disposal’s reset button on the underside. Check for a blown fuse or tripped circuit breaker. If plug-in type, check GFCI outlet.	Disposal grinds poorly:	Make sure you’re running enough water while operating, and that you’re not grinding materials you shouldn’t. Do not grind overly fibrous materials, bones, or coffee grounds or such materials as glass, metal, or rubber. If these items are used in your garbage disposal, they will need be cleared by a maintenance specialist, likely at the tenant’s charge. If you can hear the disposal running but not grinding, the blades may be broken. Please submit a work order via your portal.

• The refrigerator isn’t working right

  • Make sure the refrigerator is plugged in securely. • Check for a blown fuse or tripped circuit breaker. • Test the power outlet for current. • Inspect the electrical cord for damage. • Make sure front and back grills are clean. • Clean out the drain hole.

• Water drips from refrigerator/freezer?

  • Remove all food and store in a cooler. • Turn off refrigerator and allow it to defrost completely. • Turn refrigerator back on. • If it continues to leak, contact PMI James River.

• How do I clean the dryer’s lint trap?

  Check out the video here.

• How do I change the refrigerator water filter

  • Slow water flow from your fridge? Try changing the water filter. • Filter should be changed every 6 months. • Each fridge will have its own unique filter system - you can find details for each in the manual or by searching online. • Locate the filter, twist to the left to remove, twist right to install. • Some may have a push button system. • Reset the filter button to reflect a new filter has been installed.

• The gas fireplace isn’t working

  Make sure the emergency gas valve is turned on • Check to be sure pilot light is lit • If you are not able to safely get the pilot light lit, submit a maintenance request.

• The gas range is "clicking" and won't start?

  Wet burners are usually why a gas stove top will not light. • When cleaning, avoid using too much water that will make the burners wet. • Try to clean using a damp cloth only. • To dry out, turn oven on to 350 degrees for 30 minutes. Set a timer so that you remember to turn the oven off

• The Dishwasher isn’t Working Right

  Symptom	Possible Solutions
  Dishwasher does not work - no sound, water or lights	Check for a blown fuse or tripped circuit breaker. Check that the dishwasher is plugged in securely. Check the door latch.
  Dishwasher does not fill with water or it drains while filling	Check that the water supply is turned on. The valve may be located under the sink. Check the door latch.
  Water does not drain from the dishwasher	Clean the drain, filters, and food traps; there might be food in the trap at the bottom of the dishwasher. Re-run an entire cycle and see if problem continues.
  Dishwasher is leaking water or soap leaks around the door	Check your garbage disposal to make sure the drain is not clogged. Make certain that your detergent is intended for dishwashers. Do not use liquid dish soap.
  Dishwashers not cleaning properly	Rinse off dishes before placing them in the dishwasher. Make certain that your detergent is intended for dishwashers. Do not use liquid dish soap. Make sure you aren’t running the garbage disposal while dishwasher is running. Clean the drain screen and filter. Run several cycles with no soap to clean out soap residue. Make sure large dishes aren’t placed in front of detergent cup.
  Door does not close or latch properly	Check for obstructions. Check the door latch.
  Dishwasher cycle does not complete	Let the dishwasher complete the cycle wherever it is at, then re-start a new cycle and it should clear itself.
  Detergent cup does not open	Check and clean the detergent cup for obstructions. Make sure large dishes aren’t placed in front of detergent cup.

🚪 Garage and Doors

• I am locked out. What do I do?

  1. Do not force entry. Attempting to force entry may damage locks or doors, resulting in repair charges.
  2. Contact PMI James River. PMI James River can often bring you a key at a significantly cheaper rate than a locksmith. But please note PMI James River is not obligated to provide lockout assistance, which is subject to staff availability.
  3. Contact a licensed locksmith. If PMI James River cannot assist, contact a licensed locksmith at your expense. Ensure PMI James River gets a copy of new keys within 48 hours.

• The Garage Door Won’t Close

  If your garage door isn't closing all the way, you may have a problem with the alignment of the sensors at the bottom corners of the garage door. This may occur if anyone has accidentally bumped into them. See if you can realign the sensors.

• The Key is Stuck in the Deadbolt

  First, realign key so it is in a vertical position (12 o'clock). Then apply light pressure to smaller disc around the key (called a plug). Pull and remove the key from the lock.

• The garage door is malfunctioning

  1. Sensors: Make sure the sensors are aligned and not blocked.
  2. Breaker Box: Check to make sure the door breaker isn’t tripped.
  3. Malfunction: If the door is off the rails or the spring is broken, submit a maintenance request. Use the “manual release” to open and close the door until it can be repaired.

🧹 Cleaning and Light Maintenance

• How Do I get rid of grease?

  NEVER Pour Grease Down the Drain. Collect liquid grease to be recycled; solid grease can go into the trash once cooled. After collecting the grease, wipe pans clean with a paper towel and dispose in trash can.

• How do I Prevent Condensation on Windows?

  Condensation is caused by high humidity in your home. Run vent fans in bathrooms when showering to prevent condensation. Turn on vent fans in the kitchen when cooking. If the condensation remains problematic, you may need to install a dehumidifier in your home.

🏡 Seasonal and Exterior

• How Do I Handle Ants, Roaches, and Other Pests

  Per your rental agreement, treatment of household pests is the tenant’s responsibility. One way to minimize the possibility of pests is to keep a tidy home. Homes that are not so tidy, offer a food source as well as shelter for many pests. So if you discover any pests, your first step would be to do a thorough cleaning of the entire home and to eliminate any food sources.

  If the problem continues, most grocery or hardware stores carry traps and sprays that should resolve your pest problem in a few days. If the problem continues, please feel free to submit a maintenance request. We’ll have to do an inspection to make sure that the home is tidy and see what remedies you had already tried and failed with.

• How Do I Handle Mildew or Mold Growth

  Fungus can grow most anywhere that spores land and find moisture in a comfortable temperature. Mold, a type of fungal growth, is typically found indoors at levels that do not affect most healthy individuals. Almost every home gets some type of fungal growth; the trick is to clean it up before it spreads. The most visible type of fungal growth is mildew, which begins as tiny black spots. This is the stuff you might see in grout lines in your shower, on damp window casings, etc.